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Incident Report

If you encounter an issue with a Rug Doctor product that you believe caused personal damage or property damage, we need to know about it.

Do I have to Submit my Incident Online?

While filing your Incident Report online is the quickest way to resolution, you may instead choose to send written incidents with supporting documentation, via the U.S. Postal Service, or call us directly at 800-784-3628.Our mailing address is listed below:

Rug Doctor Incident Department
2201 W. Plano Parkway, Suite 100
Plano, Texas 75075

Keep a copy of your entire Incident submission. We will not return any of this paper work to you. You may need to refer to this information.

Step 1: Start an Incident Report

Complete the online Incident Report form below. We only accept Incident Reports from customers who rented or bought the Rug Doctor products from an authorized Rug Doctor retailer. If you are needing a refund for a rental, please call us at 800-784-3628 or send us an email at

Step 2: Add supporting documents

It will be helpful when filing your Incident Report form if you can provide photos (if appropriate) and documentation (e.g. rental agreement, estimate, appraisal) that verifies the amount of your incident. All incidents must be accompanied by documents supporting the amount of the incident. These can be emailed in to  

Step 3: Submit your Incident Report

Review your information, submit the Incident Report form, and print your confirmation email for your records.

Step 4: Investigation Process

Rug Doctor will notify you if we require any further information related to your incident. The Rug Doctor machine(s) will be retrieved and sent in to an authorized Rug Doctor facility for inspection. Once all required documentation and the inspection report are received, your file will be reviewed for a decision. We will notify you, via email or letter, of our decision.

When Will I Hear from Rug Doctor?

Once the report is submitted, you will hear from a Rug Doctor Incident Coordinator within 3 business days. Most online submitted Incident Reports are resolved in five to seven business days unless additional research or inspections are needed. Rug Doctor will notify you when your incident is completed.

Enter Your Report

  • MM slash DD slash YYYY
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  • Drop files here or
    Accepted file types: jpg, gif, png, pdf, Max. file size: 200 MB, Max. files: 4.
      Attach Supporting Documentation